2nd Line Support Engineer

2020-02-22 12:20:242020-04-19 Asset Appointments
Job Type Permanent Full Time
Location Killingworth
Area Tyne and Wear, England Killingworth
Sector Engineering & Manufacturing
Salary Up to 42k + Benefits
Currency GBP
Start Date ASAP
Advertiser remoteapi
Job Ref AA TR 1513
Job Views 207
Our client is a world class, award winning, long established and growing manufacturing business, with strong and sustained investment in people, capital and plant.  They are an acknowledged International leader in terms of size, market penetration and technical capabilities. Due to continued growth, our client has a The 2nd Line Support Engineer role to complement its well-resourced service desk and IT team.  
Reporting in to the IT Infrastructure Manager, the successful candidate will be a dedicated hands on technical specialist who has good skills in analysing incidents and problems. You will be the escalation point for the 1st Line Support Engineers to assist, when required, to resolve an issue. Responsible for Group PC and server configuration, mobile device management and application support. The support engineers report in to the IT Infrastructure Manager and provides support to users whilst assisting with the configuration and administration of the IT systems in support of on-going operations and projects.
This is an internal customer-facing role requiring excellent prioritisation, responsiveness and customer service, escalating more technical issues to other team members along with good verbal communication skills.
Escalating Service requests, when necessary
Resolution and recovery of assigned incidents
Monitoring the status and progress toward resolution of all open incidents assigned to them
Monitoring tasks of servers and network components and applications
Keeping affected users informed about progress
Escalation to 3rd party support vendors, when necessary
Communicating solutions and workarounds to First Line Support
Communicating incidents generated by monitoring tools to First Line Support
Providing monitoring and diagnosis tools to First Line Support
Creating knowledgebase documents and providing relevant training to Service Desk staff
Providing other information to First Line Support to assist with incident classification, initial support and escalation
Accurate and complete recording of incidents from and to other internal groups using the Service Desk ticketing system
Accurate and complete updating of activities and steps taken to resolve an incident
Frequent contact with all Supply Chain staff and other Super Users across the site.
IT Graduate or equivalent
At least 3 years’ experience working in a hands-on IT support position
Knowledge of Systems and platform administration and maintenance
Patch management, Updates and upgrades, Installation of software and hardware, Network components
and Unified Communications platform
Excellent customer service and a good telephone manner
knowledge of computer and printer hardware and software
Good level of knowledge of computer hardware and software and system troubleshooting
Up to date knowledge of Windows domains, operating systems, virtualisation technologies
Good understanding of network fundamentals (switches, routers, TCP/IP)
Attention to detail, improving process efficiency without sacrificing quality.
Strong communication skills (written and verbal)
Organizational skills
Facilitation and project management skills
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Belmont Business Park
Durham DH1 1TW

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